Some IT Company Review articles sometimes provide an in-depth assessment of managed services providers or MSPs and the managed IT services they provide. As popularity of MSP services continue to rise, especially among startups and small and medium-sized enterprises (SMEs), the demand for managed IT services rise along with their popularity. The reviews on MSPs, however, reveal that while business is doing well for the MSP industry in general, not all MSPs are experiencing the same level of success and growth.
One might think of the disparity in the level of growth among MSP companies as being odd. This is in consideration of the fact that most offer the same services, share similar technologies and even have the same level of expertise. So what then, could be helping some MSP experience success, and what factors are holding the others back?
The following are the most common managed IT services drawbacks and a few tips on how you can avoid them.
Some MSPs often take the initial IT consultation aspect too lightly and entreat their potential clients to a tedious and egregiously impersonal overview of the company’s services. Nine times out of ten, initial calls come from clients who have limited knowledge of IT solutions. They likely have no idea about the kind of IT infrastructure that they need. A boring overview of services won’t win them over.
Tip: Try to show genuine interest even on initial inquiries by asking questions about the nature of their business and provide a few possible IT solutions. Ask them for another meeting for a more in-depth discussion of the possible services that you can provide them.
Getting Too Technical
Opposite of the first mistake, some MSPs or at least some of their customer relations personnel may get too excited and start mouthing off IT jargons that are too technical. It will be a big mistake to assume that the client understands the intricacies of managed IT services. Not only will the jargon sound Greek to the client, it might also make him lose interest.
Tip: Avoid jargon and try to speak and explain using the simplest of terms.
Not Managing Expectations Well
Just like assuming that the client knows and speaks IT, thinking that they understand the potential outcomes of the services that MSPs provide will also be a mistake.
Tip: Remember to discuss with the client the risks involved, as well as the advantages and disadvantages of a particular service. You don’t want to deal with a disgruntled client who is threatening to sue because of an unfulfilled expectation.
Hyping But Not Delivering
Much like mismanaging expectations, some MSPs make the mistake of overhyping the advantages of their services. The client will not be a happy camper if your services fail to live up to the hype.
Tip: If you really feel the need to upsell your IT solutions, make sure to do so only if you can deliver.
Being Too Rigid
There is no one-size-fits-all IT solutions when it comes to business operations. Due to the varying IT solution needs of businesses, being too rigid when it comes to service packages might turn off clients.
Tip: Make sure that your services are adaptable enough to suit the IT needs of your clients. Trim off any service that the client will have no use for.
While technology and expertise are the main indicators of a good managed service provider, they are not much help when it comes to expanding your client base. On the other hand, establishing good relationships with clients and avoiding the drawbacks mentioned above will go a long way in helping you achieve growth and success in the managed IT services industry.